Telco customer experience innovation: O2 wins award with Whisbi
The O2 brand is an integral part of Telefónica Germany, one of the leading providers of broadband, landline and mobile telecommunications in the country. The company belongs to the Telefónica group, which has a significant presence in 21 countries and a customer base that amounts more than 316.1 million accesses around the world.
The O2 brand – operated by Telefónica Germany – had already been offering some communication channels for their online customers to reach out to them, such as hotline and chat. However, they believed that their customers deserved something more exciting and innovative, in line with the spirit of the fast-paced Telecommunication industry. Besides this, they also wanted to drive sales by being able to suggest offers and products to customers in a more effective way – which a plain audio phone call or a chat session failed to deliver.
O2 Germany was truly impressed by Whisbi’s previous results with other companies. They decided to go with Whisbi Sales Booster, Whisbi’s flagship Software as a Service solution with engaging Call-to-Action integrated into the O2 website and advanced tracking functionality from click-through to closed sales.
Now, whenever potential customers visit the O2 Germany website, a well-visible yet non-intrusive Call-to-Action button kindly invites them to reach out to O2 experts whenever they have something on their mind or they would like to know more about the latest offers and devices. The customers can leave their phone number to receive a convenient free callback from the O2 sales representatives (Click-to-Whisbi).
However, the experience the customer receives is so much more than a simple callback. In a few seconds, the normal outbound phone call gets automatically synchronized with an interactive online experience, i.e. video, co-browsing, chat and tracking. All at once and all in real time.
What does this actually mean to O2 and their customers?
Easy as that – another deal put in motion!
Thanks to Whisbi, O2 Germany has managed to drive sales and provide their online customers with a truly interactive, personalized customer experience.
In fact, the impact on telesales and the innovative character of the customer experience were so remarkable that Telefónica Germany received a CAt Innovator Award, acknowledging the fruitful cooperation between O2 and Whisbi. This is one of the most prestigious industry awards, recognizing the most successful call center projects in leading European markets such as Germany, Austria and Switzerland.